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| Reduce Fraud and Chargebacks |
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Reducing Fraud on Face-to-Face Charge Requests |
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- The American Express® Card must be presented for all in-person Charge requests
- If you have electronic Authorization capabilities, always swipe the Card through the Point of Sale (POS) terminal
- Check that your business and processor are submitting all the magnetic strip information required by American Express
- Always compare the account number on the front and back of the presented Card with the account number on the printed receipt dispensed from your terminal or cash register
- Cardmember signature is required on the printed receipt for all face-to-face transactions. The signature on the receipt must match the name on the front of the Card and the signature on the back of the Card
- Expiry date is required for all methods (electronic, keyed or manual) of Authorization request
- American Express® Cards are non-transferable. Only the Cardmember may use the Card
- If you process Charge requests manually, or the magnetic stripe on the back of the Card is unreadable, follow these steps:
- If your business does authorize electronically and the magnetic stripe is unreadable, then key the transaction and expiry date into the terminal for Authorization approval. If you process Charge requests manually, always get a Voice Authorization
- Obtain an imprint of the Card on a paper Record of Charge (sales draft) that meets American Express requirements
- Ask the Cardmember to sign the paper receipt and compare the signature
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Reducing Fraud on Mail Order, Telephone Order and Internet Charge Requests |
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- Obtain and submit an Authorization Approval Code for every mail order, telephone order, Self-Service Terminal or Internet transaction, regardless of amount through the automated telephone response system at 1-800-268-9824.
- Your business is responsible for ensuring delivery to the appropriate customer billing address and for obtaining "signed proof" of delivery to the Cardmember's billing address. Ensure that your business uses a courier or delivery service that does not permit re-routes of deliveries and requires customer signature
- Designate "Mail Order," "Telephone Order" or "Internet Order" on the signature line of the Record of Charge
- Your business shall only conduct transactions on the Internet using browser software that supports industry standard encryption protocols such as those offered by Netscape® or Microsoft.®
- To ensure higher levels of risk protection and service quality, always establish and use a separate Merchant account number for your mail order, telephone order and Internet Charge requests
- If the Cardmember picks up the merchandise from you, standard acceptance procedures for in-person purchases must be followed
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Reducing Fraud on Self-Service Terminal Charge Requests |
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- Ensure that any type of Self-Service terminal (e.g. kiosk, vending machine, pay-at-the-pump) operated by your business is in compliance with capturing all required magnetic stripe information from American Express
- Establish and use a separate Merchant account number for your self-service terminal Charge requests
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Ways to Help Reduce Chargebacks |
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Here are four methods you can take to help lower the number of inquiries you receive and reduce the number of chargebacks:
- Always get an Authorization Approval Code
Without it, it is very difficult to support your position if a Cardmember claims a transaction is fraudulent.
- Respond to inquiry letters on time
If you wish to contest a Cardmember claim, you must send us support material that resolves the dispute by the date displayed on the inquiry letter.
- Follow Card acceptance procedures accurately
Always get the Cardmember's name as it appears on the Card, the account number, and expiry date. If the Cardmember is not present, verify the billing address when possible with American Express.
- Pay special attention when taking orders by telephone, mail order or the Internet
If you accept such Charges, the precise procedures outlined in the Card Acceptance Agreement should be followed and a greater degree of caution should be exercised.
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